Thirsty Bandit - Strategy Sessions

In this episode of Strategy Sessions, Corey Krejcik and Rachel Brown explore the art of creating memorable guest experiences in wine tasting and hospitality. They discuss the importance of storytelling, emotional design, pacing, and genuine enthusiasm to leave lasting impressions and foster customer loyalty.Key takeaways:Guests remember how you made them feel more than technical details.Storytelling and enthusiasm create memorable experiences.Reading guest cues and pivoting is crucial for engagement.Intentionality in service design enhances guest satisfaction.Personalized experiences foster loyalty and repeat visits.

In the world of hospitality, service standards and procedures are essential for maintaining brand integrity and ensuring consistency. But what happens when you find yourself in a situation that requires flexibility? How do you know when to adhere strictly to the rules and when to bend them for the sake of exceptional guest experiences? In this episode, Corey and Rachel discuss how to navigate the grey areas of hospitality service standards with insights from expert Jamie Cooperstein. The conversation uncovers practical strategies to enhance guest experiences while maintaining brand integrity.About our guest: Jamie Cooperstein in the owner and CEO of J. Cooperstein Hospitality Consulting, LLC and the author of True Hospitality: Lessons Learned from Behind the Concierge Desk. After having spent a decade as a concierge at both a luxury hotel and a luxury residence, Jamie now passes along her acquired knowledge to employees at a myriad of hospitality businesses. Jamie uses the principles of AAA “Five Diamond” service, which shaped her career, to educate employees who work behind or supervise those that work at front desk counters, host stands, customer service windows, in lobbies or over the phone. Learn more about Jamie at https://jcoopconsulting.com

Collaboration is often misunderstood in creative industries. It is not merely about working together; it is about creating mutual benefits and shared investment. In this episode, Corey and Rachel chat with Sydney Welch, co-founder of The Maker's Table, to discuss the power of true collaboration and why it involves all parties contributing something meaningful. In their model, guests are not just attendees but active participants who enhance the overall experience. This approach transforms a typical dinner into a collaborative event where everyone's contributions are valued.About our guest: Sydney Welch, author of The Art of Collaboration and co-founder of The Makers Table, loves working at the intersection of hospitality, creativity, and collaboration. Often referred to as a connector, she loves bridging the gap between the makers in her orbit to create opportunities for unexpected partnerships. With a background in education and high-ed Sydney takes an individualistic approach to every person and project that’s rooted in data and community building equally. Learn more about Sydney and The Makers Table at https://www.themakerstable.co/

In this episode, Corey and Rachel chat with Dr. Kimberly McGlonn to discuss the intersection of ethical leadership, purpose-driven business, and social responsibility, emphasizing the importance of morality, emotional literacy, and vulnerability in leadership. The conversation explores how hospitality brands can align profit with purpose and create cultures where people and communities thrive.Key topics discussed, include:The role of morality in leadership decisionsEmotional literacy and emotional design in organizationsBuilding authentic and purpose-driven brandsThe importance of vulnerability and courage in leadershipAligning business practices with social and environmental impactAbout Our Guest: Dr. Kimberly McGlonn is a speaker, author, and executive advisor working at the intersection of leadership, design, and social impact. Her work challenges leaders to move beyond performance and toward purpose, responsibility, and systems-level thinking. Kimberly is the author of The Leader's Work and Build It Boldly, as well as a columnist for Philadelphia Magazine, where her “Dear Kimberly” column explores leadership, identity, and navigating complexity with clarity. More information about Kimberly can be found at: https://www.drkimberlymcglonn.com/https://builditboldly.com

Corey and Rachel chat with executive coach and leadership advisor David Dressler about the power of daily rituals and how small, intentional practices can create clarity, structure, and momentum in both life and work. Drawing from his experience co-founding Tender Greens and coaching high-performing founders and executives, David shares how rituals act as anchors in an otherwise chaotic day, helping you transition with purpose, show up more intentionally, and build deeper connections.This conversation breaks down how to identify your core values, start small with sustainable habits, and create space for reflection so your rituals actually evolve with you. If you’ve ever felt stuck in reactive mode, this episode offers a practical framework to move with intention and is grounded in one simple but powerful question: Who do I need to be right now?About Our Guest: David Dressler is an executive coach and leadership advisor with extensive experience working with founders and executives. He has a rich background in building and scaling businesses, including co-founding the successful restaurant chain Tender Greens. His unique perspective on rituals stems from his journey through the corporate world, where he learned the importance of mindfulness and intentionality. More information on David can be found at https://www.daviddressler.co/

Corey and Rachel chat with author, professor, wine writer, and historian Rod Phillips on the cultural impact of wine and how it evolved into a social staple over the centuries, influencing gatherings and community. Key takeaways from the podcast include:Fom ancient rituals to modern gatherings, wine has been central to social interactions.The post-war boom established wine as a staple in family gatherings.Wine has transitioned into a symbol of culture and lifestyle beyond mere consumption.Younger generations are drinking less wine due to health concerns, influencing market trends.Wine has traversed a long journey from ancient Greece to the modern table, evolving in significance and consumption patterns. As society shifts towards health consciousness and alternative socialization methods, understanding wine's cultural roots becomes increasingly important. For wine enthusiasts and casual drinkers alike, acknowledging its historical context can enrich the experience and foster deeper connections in our communities.About Our Guest: Rod Phillips is a wine writer, wine historian, and wine judge based in Ottawa, Canada. He is also a professor of history at Carleton University where he teaches courses on European (especially French) history and the history of alcohol and food. Rod has written extensively on wine and its history including A Short History of Wine (2000), Ontario Wine Country (2006), Alcohol: A History (2014), French Wine: A History (2016), The Wines of Canada (2017), 9000 Years of Wine (2017), and Wine: A Social and Cultural History of the Drink that Changed our Lives (2018). He's a frequent contributor to NUVO Magazine, Canada’s leading luxury lifestyle publication, and contributes occasionally to The World of Fine Wine (U.K.). Rod has judged wine competitions in Canada, the US, France, Italy, New Zealand, and Chile, and serves as a judge for the TEXSOM International Wine Awards. More information on Rod can be found at https://www.rodphillipsonwine.com/

Corey and Rachel explore the role of emotional design in creating memorable hospitality experiences with Dr. Teresa Alaniz, focusing on how emotions influence customer choices and brand loyalty. Topics covered include:The role of emotions in product and service designStrategies to expand emotional vocabulary for better designThe impact of emotional triggers on customer loyaltyBalancing functionality and emotional appeal in hospitalityPractical steps to incorporate emotional design in businessAbout Our Guest: Dr. Teresa Alaniz is Director of Design Delivery for NiEW, a strategy consulting firm based in Italy and Abu Dhabi, that helps build systems, teams, and operating models that drive product innovation. She holds a PhD in Management Engineering and is the author of Emotion-Driven Innovation: A Methodology to Envision Emotion-Focused New Product Ideas.

In this episode of Strategy Sessions, Corey and Rachel discuss the importance of human connection in the wine and hospitality industry. They explore how recent trends, including Mark Cuban's investment in experiential events, highlight a shift towards face-to-face engagement. The conversation emphasizes the need for hiring staff with emotional intelligence, creating memorable experiences through storytelling, and championing local products to foster community engagement. The hosts also reflect on the challenges posed by technology and the importance of maintaining genuine human interactions in a digital age.

Corey and Rachel reflect on their journey through 20 episodes, discussing the importance of customer engagement strategies in the wine and hospitality industries. They explore various aspects such as showcasing authenticity through social media, the role of user-generated content, the impact of influencers, and the effectiveness of email marketing. The conversation also highlights the significance of seasonal programming and maximizing wine club engagement, along with building local partnerships to enhance community presence. The episode emphasizes that customer engagement is an ecosystem that requires continuous effort and strategy.

Corey and Rachel unwrap their very own holiday gift guide—curated from this season’s standout guests and packed with ideas for every food, wine, and entertaining enthusiast. From one-of-a-kind experiences to playful apparel, must-read books, and clever wine gadgets, this festive episode is guaranteed to spark your gift-giving spirit.Featured Gifts: Enoteca: Simple, Delicious Recipes in the Italian Wine Bar Tradition by Joyce Goldstein | Buy HereMoleskin Wine Journal | Buy HereThe Dip Deck: 50 Savory and Sweet Recipes to Scoop, Dunk, and Spread Recipe Card Deck by Peggy Paul Casella | Buy HereWine Folly: The Master Guide by Madeline Puckette | Buy HereGlass Porrón Wine Pitcher | Buy HerePyknic Socks | Buy HereTank Garage Winery Boombox Gift Box with Wines | Buy HerePrivate Cork & Quill Tasting Experience with Rachel Brown | Buy Here

Corey and Rachel engage in a lively discussion with Stephen Thompson, founder of Weld Manufacturing. They explore the importance of quality merchandise in the hospitality industry, the evolution of Weld, and how to create non-gimmicky branded goods that enhance the guest experience. The conversation also delves into the balance between trends and timelessness in merchandise, the significance of regionalism, and creative marketing strategies that resonate with consumers.

Corey and Rachel chat with Natalie Hope McDonald and explore her multifaceted journey as an artist, discussing the various sources of her creative inspiration, the importance of rituals and environment in her creative process, and her upcoming projects. The conversation emphasizes the significance of being present, embracing solitude, and finding inspiration 'in the wild' as means to foster creativity.

Corey and Rachel engage with Joseph Quintela, the director of operations for SPB Hospitality, Amada and Village Whiskey by Chef Jose Garces. They discuss the nuances of hospitality, the balance between operational efficiency and guest experience, and the importance of team dynamics in the restaurant industry. Joseph shares his journey in hospitality, insights on defining great hospitality, and the role of technology in enhancing guest experiences. The conversation culminates in discussing future plans for Amada and the significance of human connection in the hospitality sector.

Corey and Rachel chat with Suzanne Hasz, founder of Hudson Trailer Co., about the growth potential of mobile retail and seasonal pop-up experiences for wineries, exploring how evolving consumer behaviors are driving brands to meet audiences wherever they are. She highlights why design and branding are crucial for turning mobile units into “moving billboards” and social media magnets, shares insights on cost-to-return considerations, and discusses examples where the model exceeded expectations. Suzanne also weighs in on emerging trends and innovations shaping the future of on-the-go tasting experiences.

Corey and Rachel discuss the significance of buying local, particularly in the context of the wine and hospitality industries. They explore the benefits of farmers markets, the importance of connecting with local producers, and the economic impact of supporting local suppliers. The conversation also addresses common misconceptions about local wine quality and emphasizes the need for open communication in tasting rooms. Ultimately, they highlight how local buying fosters community and strengthens relationships between consumers and producers.

Rachel and Corey discuss the intersection of AI and the wine and hospitality industries, particularly focusing on how AI can enhance guest experiences while maintaining the human touch. Dustin Engel, founder and principal consultant at Elegant Disruption, shares insights on the importance of personalization, the role of AI in streamlining operations, and the balance between automation and authentic customer interactions. The conversation emphasizes the need for industry leaders to embrace AI as a tool for innovation and efficiency, while also addressing concerns about brand voice and customer connection.

Corey and Rachel chat with Canadian sommelier and owner of CRUSHABLE Wine Club, Laura Batten, to discuss the complexities and challenges facing the wine industry. They explore themes of authenticity, communication, and the need to challenge the status quo. The discussion highlights the importance of changing perceptions about wine, encouraging consumers to embrace local products, and the value of personal experiences in learning about wine. The conversation also touches on the significance of exploring emerging wine regions and the future of the industry as it adapts to new trends and consumer demands.

Corey and Rachel chat with Ed Feuchuk, General Manager of Tank Garage Winery, to dive into what makes Tank one of the most unconventional and exciting players in the wine world. From their entire portfolio of one-off bottlings that constantly push creative boundaries, to the community they’ve built through their MADE Club, Tank thrives on breaking the mold. Ed shares how authenticity, storytelling, and passion drive every decision—offering a behind-the-scenes look at a brand that proves wine doesn’t have to play by the rules to succeed.

Corey and Rachel discuss the success of Chaddsford Winery's "Adult Trick-or-Treat" program, which has become a masterclass in experiential marketing. They explore how the program effectively combines novel food and wine pairings, unique seasonality, and educational elements to create memorable customer interactions. Corey highlights the four key aspects of what makes this program so impactful: immersion, nostalgia, social share-ability, and stickiness, while Rachel stresses the importance of tailoring experiences to fit each winery's unique audience and brand identity.

Corey and Rachel chat with Carly Jones and Jesse Eldredge of Eastfolk Creative Co., a video and photo production studio that focuses on authentic, documentary-style content that helps small business owners tell their stories effectively. The group dives into the nuances of each format, discusses how each can be applied in wine and hospitality, and stresses how authenticity and intentionality in storytelling are crucial for creating memorable first impressions both in-person and online.

Corey and Rachel interview food and beverage PR vet Kylie Flett about starting her own agency, Banter PR, and how wine and hospitality brands can leverage public relations to achieve sales growth. Kylie advises businesses to focus their efforts on areas where they can win rather than spreading resources too thin. She also suggests identifying specific goals, such as increasing tasting room visitors or promoting flagship products, and recommends looking for opportunities when competitors aren't active. Ultimately, PR doesn't require large budgets but does need strategic thinking about what's truly newsworthy to consumers rather than just to the business itself.

Rachel and Corey discuss the importance of staff training and development in winery tasting rooms, emphasizing the need to hire people with the right intangible qualities rather than solely focusing on wine experience. They cover what wine knowledge is essential for new hires and highlight the significance of creating authentic connections with customers to enhance overall experience and drive sales.

Corey and Rachel chat with Shawn Hogan, Sustainability Consultant at Re:Vision. This podcast unpacks a lot of information for wine and hospitality businesses looking to embrace more sustainable practices - specifically within tasting room and production facilities. Additional topics include B Corp and Just certifications and assessments for organizations. Resources referenced in the podcast can be found below:Re:Vision’s Food + Retail Portfolio B CorpB Impact AssessmentJust ProgramSME Climate HubFree business emissions calculator

Corey and Rachel discuss the importance of vibe and aesthetic in order to attract, retain, and build consumer loyalty. The conversation dives into how vibe extends beyond the confines of a physical tasting room and should permeate every element of a brand - creating a cohesive customer impression of what your wine experience is all about.

Rachel and Corey speak with Noelle Allen, DipWSET, about the importance of emphasizing wine education for both tasting room staff and customers. Noelle is co-owner of PhillyWine, a wine education company that provides WSET Certification in wine, spirits, and sake, as well as independent, non-certification wine classes and events.

Corey and Rachel talk with Mike Madio, user experience (UX) expert, author, and local wine historian. The group discusses the importance of UX in both physical tasting rooms and digital platforms, especially for mobile. For more information on Mike's UX services visit: https://lifeattable.com/ux-consulting-practice/

Corey and Rachel talk with Steve Klein, owner of Dakota Diesel (dakota-diesel.com), a full-service design and advertising firm, about the importance of brand identity.

Meet founder Corey Krejcik and consultant Rachel Brown as they introduce you to the vision behind Thirsty Bandit. Served-up in a quick 5-minute format, ‘Strategy Sessions’ will be a recurring micro-podcast that interviews collaborators and experts as we tackle common challenges found in the wine industry.